We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 375868 results
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Decision Reference DRN-5400749
28 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5400749 Complaint Mr H and the estate of the late Mrs H complain that HSBC UK Bank Plc didn't pay a refund after it learned that Mrs R had fallen victim to a scam. Background The background to this complaint is familiar to both parties, so I will only provide a brief summary of... (3 pages)View decision -
Decision Reference DRN-5190387
28 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5190387 Complaint Mr M is unhappy that Santander UK Plc didn't reimburse him after he reported falling victim to a scam. Background Mr M wanted to support members of his family who were seeking to relocate to the UK on work visas. To assist them, he made payments to three diffe... (3 pages)View decision -
Decision Reference DRN-5288940
28 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5288940 The complaint Mr M is unhappy Wise Payments Limited won’t refund a payment he says he made as part of a scam. What happened Mr M says a friend he’d known for a long time, that lived abroad, said he had advanced cancer. To help facilitate what could be a final meet up, Mr M s... (3 pages)View decision -
Decision Reference DRN-5782564
28 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5782564 The complaint Mrs S complains about how Ageas Insurance Limited (‘Ageas) handled an escape of water claim she made under her home insurance policy. Mrs S has been represented throughout this claim and complaint, however, for ease of reading, I will refer to all actions take... (5 pages)View decision -
Decision Reference DRN-5288933
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5288933 The complaint Mr M is unhappy Monzo Bank Ltd won’t refund a payment he says he made as part of a scam. What happened On 14 September 2024 Mr M made an international payment for £602 using a money transfer service, I’ll call “W”, and funded the transaction using his Monzo acc... (3 pages)View decision -
Decision Reference DRN-5336211
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336211 The complaint Miss O complains that Monzo Bank Ltd closed her account without notice and without explaining its reasons for doing so. What happened Miss O had held an account with Monzo since March 2021. On 14 November 2024 Monzo contacted her to say that it would be closing... (2 pages)View decision -
Decision Reference DRN-5499418
28 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5499418 The complaint Mr and Mrs T complain Nationwide Building Society won’t reimburse £41,000 they lost to an investment opportunity that they now consider to be an Authorised Push Payment (APP) scam. In bringing his complaint, Mr and Mrs T have used the services of a professional... (8 pages)View decision -
Decision Reference DRN-5754621
28 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5754621 The complaint Mr C and Mrs C complain about Admiral Insurance (Gibraltar) Limited’s handling of a claim on their motor insurance policy. Mr C has taken the lead in dealing with Admiral and bringing the complaint. But as Mrs C is the main policyholder and was driving at the t... (3 pages)View decision -
Decision Reference DRN-5403914
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5403914 The complaint Mr R complains that Nationwide Building Society has not refunded the money he lost to what he believes was a scam. What happened In 2020 Mr R invested in a business involved in renewable energy, which I’ll call P. Mr R met a representative of P in person and w... (3 pages)View decision -
Decision Reference DRN-5625259
28 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5625259 The complaint Mr T and Mrs T complain about the quality of service from their insurer, Admiral Insurance (Gibraltar) Limited (Admiral), under the breakdown cover section of their motor insurance policy in respect of a breakdown to their vehicle while they were on holiday. Ad... (5 pages)View decision
